The emergence of the call center industry in the Philippines is a story of vision, innovation, and opportunity. While several factors contributed to its growth, specific individuals and companies played pivotal roles in laying the foundation for what would become one of the country’s most significant economic drivers. Let’s delve into the origins of the Philippine call center industry and the pioneers who spearheaded its development.
- Frank Holz: Often regarded as the “father of the Philippine call center industry,” Frank Holz played a crucial role in establishing the country as a prime destination for business process outsourcing (BPO) services. In the late 1990s, Holz, along with other industry veterans, recognized the Philippines’ potential as an outsourcing hub due to its skilled workforce and proficiency in English. He founded eTelecare Global Solutions in 1999, one of the first call center companies in the Philippines, laying the groundwork for the industry’s expansion.
- Gregory K. Meyers: Gregory K. Meyers, a seasoned executive in the BPO sector, also played a significant role in shaping the Philippine call center industry. In 2000, Meyers established PeopleSupport, another pioneering call center company in the Philippines. PeopleSupport introduced innovative practices such as the “work-at-home” model, which allowed agents to work remotely, thereby expanding the talent pool beyond traditional geographic constraints.
- Jon Kaplan and Todd Johnson: Jon Kaplan and Todd Johnson were instrumental in the early growth of the Philippine call center industry. In 2003, they co-founded SITEL Philippines, a subsidiary of SITEL Corporation, one of the largest call center firms globally. SITEL Philippines quickly gained prominence and contributed to the industry’s expansion by providing outsourced customer service and technical support to international clients.
- Alorica: Alorica, founded by Andy Lee and David Lee in 1999, also made significant contributions to the Philippine call center industry. The company established its presence in the Philippines in 2005 and rapidly grew to become one of the largest BPO service providers in the country. Alorica’s focus on customer experience management and innovative solutions helped solidify the Philippines’ reputation as a preferred outsourcing destination.
- Convergys Corporation: Convergys Corporation, a global leader in customer experience outsourcing solutions, entered the Philippine market in 2003 through the acquisition of DigitalThink, a local call center company. With its advanced technology platforms and commitment to excellence, Convergys became a key player in the Philippine BPO industry, providing employment opportunities to thousands of Filipinos and contributing to the country’s economic growth.
These visionary leaders and companies played instrumental roles in kickstarting the Philippine call center industry and transforming it into a thriving sector that generates billions of dollars in revenue annually. Their foresight, perseverance, and commitment to excellence laid the groundwork for the industry’s success and cemented the Philippines’ position as a global outsourcing powerhouse.